How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1794
Experience:  Computer Software Support Specialist for more than 10 years
49766785
Type Your Email Question Here...
Jess M. is online now
A new question is answered every 9 seconds

How's it going? I cleared my cookies yesterday and now I

Customer Question

Hey Pearl How's it going? I cleared my cookies yesterday and now I cant get to my email account
JA: Just to clarify, what email service provider are you using for this account?
Customer: you mean my internet provider? Cent Link
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: Web Browser
JA: What troubleshooting have you tried?
Customer: I tried to reset and have a code called to me last night I entered the code and no luck
JA: Anything else you want the email expert to know before I connect you?
Customer: not that I can think of thanks!
Submitted: 7 months ago.
Category: Email
Expert:  Byron replied 7 months ago.

Hi. My name is***** you for your question and the opportunity to assist.

Please first try re-setting your password ***** the link below.

https://centurylink.net/selfcare/password_reset/qa/reset/

Let me know the result please.

Customer: replied 7 months ago.
Im trying to get my hotmail account back not my century link
Customer: replied 7 months ago.
I dont feel comfortable with that
Expert:  Byron replied 7 months ago.

I apologize. Can you tell me that address please.

Customer: replied 7 months ago.
can you help me?
Expert:  Byron replied 7 months ago.

Yes. What is your Hotmail email address please?

Customer: replied 7 months ago.
Expert:  Byron replied 7 months ago.

Thank you. One moment please.

Customer: replied 7 months ago.
great thank you very much
Expert:  Byron replied 7 months ago.

Thanks. Can you tell me the last 4 digits of your phone number ending in 42 ?

Customer: replied 7 months ago.
0442
Expert:  Byron replied 7 months ago.

Thank you. Have a pen and paper handy. You will momentarily

be receiving a recorded call giving you a 7digit password ***** code.

Please send me that code when you receive it.

Customer: replied 7 months ago.
Expert:  Byron replied 7 months ago.

Thanks. You have two-step verification turned on.

Are you able to receive email at your .mil email address?

Customer: replied 7 months ago.
Expert:  Byron replied 7 months ago.

Thanks. I'll need that address as well.

Customer: replied 7 months ago.
Expert:  Byron replied 7 months ago.

This is the address Microsoft is looking for: @mcchord.af.mil

Is that an address from a former location?

Customer: replied 7 months ago.
The USAF changed all the email address. I am stationed at McChord AFB in Tacoma WA They have changed them all to a @us.af.mil address
Expert:  Byron replied 7 months ago.

Is email sent to the old address re-directed to your new one?

Customer: replied 7 months ago.
Not that I can see I will check again using my Yahoo account
Expert:  Byron replied 7 months ago.

Is the old address *****@******.*** ?

Customer: replied 7 months ago.
that is the old address ***@******.***
Customer: replied 7 months ago.
it looks like it will not re-direct
Expert:  Byron replied 7 months ago.

Thanks. A reset code was sent to the *****@******.*** address.

If you're not able to get it I won't be able to reset the password.

Since that seems to be the case please call our customer service line

at 1.***-***-**** and they can issue a credit to your card.

Customer: replied 7 months ago.
ok I will do that thanks Is there any way to get my hotmail account back?
Expert:  Byron replied 7 months ago.

Do you have an app on your phone that generates a 25 character recovery code?

Customer: replied 7 months ago.
no I dont know that much about apps Is that what you recommend?
Expert:  Byron replied 7 months ago.

If that hasn't already been put in place it can't be used.

You can go to this link and go through the steps: https://account.live.com/password/reset

Enter your email address and the characters. On the next page say No to the phone and email

and say No on the next page as well. You'll have to fill out some information and if they have enough

to verify your identity, you may be able to regain access.

Customer: replied 7 months ago.
ok I will try that thanks very much for working with me on this. You have been a great help Take Care
Expert:  Byron replied 7 months ago.

You too. Good luck with that.